msps - improve the end user experience with streamlined help desk & ticketing

Improving the End User Experience with Streamlined Help

Desk and Ticketing

© 2014 N-able Technologies, Inc. All rights reserved.

Presented by

© 2014 N-able Technologies, Inc. All rights reserved.

Patrick AlbertProduct Manager

N-central® Core and PSA Integrations

Karen RecoskieProduct Manager

Help Desk Manager, Report Manager

Agenda Why the Help Desk is Vital What End Users Want How to Deliver It What to Ask Your Customers Watch The Numbers Continuous Improvement

© 2014 N-able Technologies, Inc. All rights reserved.

Why Your Help Desk is VitalFor many end customers, the help desk is the most common touch point with your services Make a good first impression Show off your technical acumen Resolve problems faster and minimize business impact (for

you and them) A good interaction point for expanding the relationship Help desks handle tickets for any department fielding

requests – HR, facilities, and more

© 2014 N-able Technologies, Inc. All rights reserved.

Help Desk Manager from N-able

Ticketing Workflow Improvement• Standalone or

integrated with N-central

• On premise or hosted

The Help Desk Gives You InsightKeep up with customer trends Customer sentiment and problem outbreaks Procedure or implementation problems Catch issues early before they get worse

Starting point for your technicians’ day-to-day work Insight into priorities Streamlined workflow Quick problem resolution across customers

© 2014 N-able Technologies, Inc. All rights reserved.

Ensure Your Help Desk Supports Your Goals

• Intuitive & easy to use• Reliable & affordable• Drill down dashboards• Technician workflows• Reports for KPI tracking

What End Users Want

Quick ResolutionEverything is an Emergency

© 2014 N-able Technologies, Inc. All rights reserved.

How to Deliver ItDetermine and address common call drivers

If you don’t know, you must analyze this (do you have access to this data via your help desk software?)

Fix the most expensive and easily addressable issues (so they don’t happen again!)

Provide & make customers aware of self service (like password reset)

© 2014 N-able Technologies, Inc. All rights reserved.

Automation WorkflowsHow to Deliver It

Self-Service via System TrayHow to Deliver It

How to Deliver It

Help users help themselves Knowledge base Customer portals Previous tickets Suggested answers Videos Training How do they want to

consume content?

© 2014 N-able Technologies, Inc. All rights reserved.

How to Deliver ItQuality ticket documentation

Ensure tickets have all the info needed to solve the problem

If lack of info causes a delay - fail If they have to explain their problem again in a second

contact – or explain what was done in the first contact – another fail

Help desk owns the ticket until close Quality processes and procedures drive customer

confidence & future business opportunities

© 2014 N-able Technologies, Inc. All rights reserved.

Take a Good Look at the Numbers Where are you now?

What are your KPIs? Establish clear goals & areas for improvement. Publish goals and timeframes so everyone pulls

together. Key areas for improvement might include:

Which customers are driving the most tickets? What are the most common requests? What types of issues are taking the most time to

resolution? What is your percentage of SLA compliance? Average end user satisfaction rate? Cost per contact?

© 2014 N-able Technologies, Inc. All rights reserved.

Ask Them How You Did Survey your end users

At the end of each support contact On a set schedule (yearly) Keep in touch – open lines of

communication Roll feedback into your continuous

improvement plan Customer feedback gives you timely

information about The effectiveness of the resolution

& technician Your KPIs

Surveys Are Easy in HDM

Tips for Continuous Improvement Be Proactive With Each Ticket

What can I do to help the next person to encounter this problem or one like it?

Do we need process improvement? A KB article? A video? Training?

Be One With the Data Keep an eye on recurring issues and issues with certain

customers so you can reach out with assistance or tailored service offerings.

Open the lines of communication to build your business.

© 2014 N-able Technologies, Inc. All rights reserved.

Demo

© 2014 N-able Technologies, Inc. All rights reserved.

Any Questions?

© 2014 N-able Technologies, Inc. All rights reserved.

What People are Saying

"N-able's new HDM solution helps us provide exceptional service and business value to our customers on the front-end, and simultaneously enables us to better track billing and inventory and more on the back end. We’ve been looking for a reliable and easy-to-use service that could help us scale our services and really maximize our productivity, and N-able delivered it.” Carmine CannizzaroCTO, Pitt Bull Secure.

“It had everything I wanted and more." Vargas said he has been searching for a new ticketing system for quite some time, but other options were simply too expensive.

Jorge VargasDirector of IT, Plexxis Technologies

© 2014 N-able Technologies, Inc. All rights reserved.

Thank You for Attending

• Questions? sales@n-able.com• Sign up for a free trial of N-central or Help

Desk Manager at N-able.com• Visit our blog at blogs.n-able.com• After the webcast – these slides & the

webcast will be available on SlideShare – www.slideshare.net/N-ableSlides

© 2014 N-able Technologies, Inc. All rights reserved.© 2014 N-able Technologies, Inc. All rights reserved.

Legal Information

The N-ABLE TECHNOLOGIES and N-CENTRAL marks are the exclusive property of N-able Technologies, Inc. and its affiliates, are registered with the U.S. Patent and Trademark Office and the Canadian Intellectual Property Office, and may be registered or pending registration in other countries. All other N-able trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States, Canada, or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

© 2014 N-able Technologies, Inc. All rights reserved.© 2014 N-able Technologies, Inc. All rights reserved.